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Number Porting System

UiPath AgentHack. Build the AI agents of tomorrow.

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Ifrah Khan

Firstsource Intelligent Automation Team�

Senior Manager @ Firstsource

Ifrah.khan@firstsource.com

Senior Executive @Firstsource

Karthick.raja1@firstsource.com

Karthick Raja

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Problem statement and proposed solution

Problem

Porting phone numbers between carriers is slowed down by manual, repetitive rejection handling. When orders are rejected (due to wrong ZIP, PIN, or account number), agents spend hours navigating multiple systems — Order Tools, ESR, LSR Clearinghouse, carrier portals, shared mailboxes — to find and fix issues, split orders, send emails, and update records.

This causes delays, errors, poor customer experience, and keeps skilled agents stuck in low-value tasks that agentic AI can automate intelligently.

What real-world problem are you solving?

The manual, fragmented process of handling rejected number porting orders in telecom — which leads to delays, errors, and agent inefficiency.

Why does it matter?

Each rejected port adds hours of work, delays customer transfers, and increases churn risk. Automating this with agentic AI improves speed, accuracy, and frees up agents for higher-value tasks — delivering better business and customer outcomes.

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Solution

Using UiPath Agentic AI, we’ve implemented an autonomous, decision-driven solution that replicates and enhances human agent actions across the complete number porting lifecycle — including validations, approvals, and complex rejections.

  • Autonomous Intake: Monitors the Order Assignment Tool, auto-assigns new/rejected orders without manual intervention.
  • Contextual Validation: Logs into ESR/LSR, extracts CSR data, and validates ZIP codes, account numbers, and PINs.
  • Straight-Through Processing: For valid orders, the agent resubmits via LSR, updates ESR, and records final status updates.
  • Rejection Handling: For failed validations, the agent retrieves updated CSR data, applies ZIP/TN-based PON adjustments, and executes corrective steps across systems.
  • Multi-System Navigation: Where no APIs exist, the agent uses advanced UI automation to log in, navigate screens, extract or input data, upload files, and handle dynamic pop-ups — emulating human behavior.
  • Escalate When Needed: If human judgment is required, the agent routes the task to Action Center, and resumes processing once approved — enabling seamless exception handling.

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Benefits and technologies used

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End-user​

Telecom Porting Agents, Back-office Number Porting Team

User department​

Porting Operations,

Network Provisioning,

Carrier Relations

Industries​

Telecommunications, Mobile Network Operators (MNOs)

UiPath products used​

UiPath Studio / Studio Web, UiPath Agentic AI (Agent Builder), UiPath Action Center, UiPath Orchestrator, UiPath Integration Service, UiPath DataFabric, UiPath Maestro

Other - integrations / APIs / technologies used​

ESR and LSR Porting Platforms, LEC Portals, Internal Porting Tools

 

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Benefits, impact and outcomes

Operational Efficiency

    • ~80% reduction in manual effort for validation and rejection handling
    • Eliminates system-hopping and manual data entry across ESR, LSR, and related tools

Faster Resolution Time

    • Rejection cycle time reduced from 45–60 minutes to under 10 minutes
    • Enables near real-time processing for eligible port orders

Improved Accuracy & Compliance

    • Minimizes human error in CSR validation and PON adjustments
    • Ensures consistent application of business rules across all cases

Scalable Exception Handling

    • Intelligent escalation via Action Center ensures seamless human-in-the-loop flow
    • Scales easily across volumes and carriers without adding headcount

Business Outcomes

    • Accelerated number transfer → improved customer experience
    • Frees skilled agents for high-value problem solving
    • Lays foundation for broader AI-driven process transformation

Details

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Solution architecture

Order Assignment Tool

Open Work items

Self Assign from InQueue

For the reasons, verify the data on ESR, LSR, Incoming Mails, LEC systems & Execute prescribed steps

Complete the workitem in LSR

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3

Understand the Reject Reasons in the work items

LEC3

LEC1

LEC2

LEC Systems (External)

Other systems (LSR & CSR)

CH

Ai Agent

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Thank you for the opportunity to reimagine real-world processes with UiPath Agentic AI